[rt-users] RT not generating email for CCs/AdminCCs

[Matt Pounsett]

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On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:

> Matt,
>
> 	Navigate to Congifuration>Global>Scrips and tell me what scrips  
> are listed. Then, navigate to Congifuration>Queues>(select the  
> queue we are discussing)>Scrips and tell me what scrips are listed.  
> That will give us a good start on finding out what is going on.

Sorry.. to be more specific, I meant to say that I wouldn't know how  
to debug malfunctioning scrips.  Figuring out which ones are there  
and *should* be doing things is pretty straight-forward.

Having gone to do that, It's starting to look to me like our problem  
is a combination of two things:
1) Incorrect assumptions about the default behaviour of the CC field
2) Inconsistent use of CC and AdminCC by my users (and imprecise  
problem reporting)

I've been a bit more direct in my questioning of users, and dug  
around a bit more, and here's what I've found:

It seems that my interpretation of the default "On  
{Comment,Correspond} Notify Other Recipients as.." scrips was wrong  
- -- I'd assumed "Other Recipients" would include CC'd users, and it  
looks like it doesn't.  Does that sound correct to you?

On top of that, my users seem to be trying to use CC and AdminCC  
interchangeably, resulting in inconsistent behaviour with regard to  
mail going out (which might be my fault since I wasn't even clear on  
the difference).

I think the "fix" here might simply be writing up some simple process  
for the developers/testers to follow.

Thanks for the pointers!
    Matt


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